Common CCC softphone error codes related to PBX programming
Problem
When attempting to start the softphone, you get the following error
Error type: eCommsError
Error code: -1
Operation: RealtimeCallControlClient - WaitOnPendingWorkItem
Detailed message: System.TimeoutException: Softphone proxy server did not respond after 30 seconds
If you look at the Mitai proxy server logs on the server, you find the following error
eError: … MiTAIEngine - SetExtnMonCallback: Failed to monitor device - DN:[xxxx] ReturnCode:[SXERR_PRIVILEGE_VIOLATION] Hmon:[…]
Cause
The Mitai proxy server fails to set the monitor on the requested extension because it is associated to a class of service on the PBX that has it’s “HCI/CTI/TAPI call control allowed” and “HCI/CTI/TAPI monitor allowed” set to false
Resolution
Either modify the class of service for the associated extension so that the “HCI/CTI/TAPI call control allowed” and “HCI/CTI/TAPI monitor allowed” are set to true, or create a brand new class of service with the mentioned properties set to true.
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Problem
When attempting to start the softphone, you get the following error
Error type: eMitaiError
Error code: 1245
Operation: GetForwardFeatureInfo
If you look at the CCC log, you will find the following error
eError: … SoftphoneConfig::populateForwardingInfo: Operation failed - MessageTag:[3] ReturnCode:[SXERR_FEATURE_NOT_ALLOWED]
Cause
The Mitai proxy server fails to set the monitor on the requested extension because the prime line for that extension is a part of a multicall group that is linked to other extension as well. This causes the mitai monitor to be set on the group DN, instead of the requested extension. Then, when trying to get the forwarding info for that extension, Mitai fails because it tries to get forwarding information from the group, which is not possible.
Resolution
Change the prime line of that extension to be a single line. If the multicall group have to remain, simply create it as a secondary line appearance on the extension.
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Problem
After the CCC softphone is started, when attempting to use the ACD actions menu to log in as an ACD agent, you get the following error
Failed to login using the specified ACD agent, some of the possible reasons include are
- The specified agent ID is used somewhere else
- There is already an ACD agent logged in to this phone
- This phone is not enabled for ACD login
If you look at the CCC logs, you will find the following error
eError: … MiniPhoneView::mnuSubACDLogin_Click: Operation failed - MessageTag:[5] ReturnCode:[SXERR_PRIVILEGE_VIOLATION]
Cause
The mitai proxy server fails to login the extension with the specified agent because the extension itself is not enabled for ACD
Resolution
Make sure the “ACD enabled” feature on the associated extension is turned on (NOTE: "ACD enabled" is not required when used with a hot desking agent)